Customer Project Manager

JOB SUMMARY:

Lead end-to-end delivery of Professional Services projects, acting as primary customer interface and ensuring on-time, on-budget execution with high-quality outcomes. Coordinate cross-functional teams, manage risks and finances, and drive continuous improvement of processes and tools.

MISSION:

The Project Manager mission (PM) is to ensure the lead of the project guarantees a proper roll-out of the solution at the customer premises in terms of Quality, Cost and Delay (QCD).

He/she provides customers with a variety of project management services, including but not limited to successfully managing the implementation of a large and more complex project, on time, on scope, ensuring solution compliances to customer’s system security policy, quality execution and customer satisfaction.

Key Responsibilities:

• Serve as single point of contact for the customer, business partners and internal stakeholders.
• Define project scope, deliverables, milestones, responsibility matrix and acceptance criteria.
• Create, align and maintain project plans and roadmaps with all actors.
• Allocate and optimize resources; plan and coordinate technical interventions and expert activities.
• Lead project execution: organize follow-ups, run regular status meetings, produce minutes and reports.
• Track project financials against payment milestones; identify variances and propose corrective actions.
• Manage risks, escalations and slippages; escalate critical issues to sponsors/management.
• Ensure methodology and Solution Architect specifications are applied during build, integration, testing and commissioning.
• Ensure collection of project reports, acceptance forms and organize project closure and lessons-learned.
• Drive teamwork, knowledge sharing and cross-fertilization across local teams and partners.
• Propose and implement process and tool improvements; anticipate future technology and skills needs.

Required Qualifications & Skills:

• Proven experience managing complex Professional Services or technical projects.
• Strong client-facing, stakeholder management and communication skills.
• Solid experience in resource planning, budgeting and financial tracking.
• Knowledge of technical delivery lifecycle (design, development, integration, testing, commissioning).
• Risk management, problem-solving and escalation management skills.
• Ability to lead meetings, create clear documentation and produce timely reports.
• Leadership skills: delegation, empowerment and team coordination.

Preferred:

• Post-graduate qualification or Bachelor’s degree in Networks & Telecoms
• At least 10 years of experience in Telecoms & Networks Solutions
• Experience in equivalent business especially in “Service” activity
• Knowledge on Alcatel Products and Solutions
• Great experience in project/people management. Ability to decide, prioritize, anticipate, take into account historical data
• Strong relationship skills with customers
• Relevant industry or domain experience (Voice, Communications, Call Centre, Call Distribution, Call Recording, Computer Technology Integration, Integration with 3rd parties Monitoring and Notification System)
• Project management certification (PMP, PRINCE2 or equivalent)
• At least 5 years in Project Management of complex and customized Voice/Communication projects such as Call Centre Solutions, User Interfaces/Application Services and Integration to 3rd party Monitoring and Notification System